Service Operations Analyst

Who we are

The Workshop is a tech company that develops intuitive software for the online gaming industry. Our motto is to move “Fearlessly Forward” together. Cooperative innovation is at the center of everything we do – from our games, new products and technologies, to how we collaborate and share inspiration with one another.

Your mission

Working as part of the Service Operations team you will live and breathe service excellence. You will support the commercialisation of gambling products across a diverse range of brands and markets, maintaining impeccable standards and client satisfaction at all times. You will be process driven with meticulous attention to detail but at the same time be of inquisitive mind and a natural trouble-shooter. Your can-do attitude and collaborative nature will help you build strong relationships across different stakeholder groups reliant on the effective support of the Service Operations team to drive business growth and to extend your technical capability and, combined with strong process and documentation, provide a resolve on first contact service wherever possible.

What you'll do

• Provide first and second line client support for any inbound query across a variety of channels including, service desk, email, phone and instant chat, as part of a rostered team providing 24/7 coverage.
• Take ownership of incidents internally and externally ensuring an effective triage and troubleshooting process occurs and stakeholders are managed until a satisfactory resolution is achieved.
• Manage major IT incidents from detection to resolution adhering to ITIL best practices.
• Work closely with support teams, 3rd parties, and Business Divisions
• Monitor incident and service queues and ensure tickets are progressed in accordance with agreed operational level procedures
• Act as a main point of contact with clients for service requests and resolve them where possible using the business’ enterprise tools.
• Follow and curate established SOPs for each incident or service request and support the development of new processes in collaboration with all relevant teams.
• Proactive monitoring of product performance and player accounts, reporting to the business any compliance, fraud or technical concerns.
• Work closely with all relevant parties to ensure operational readiness for any new product or client integration and be our client's main point of contact for all post live activities.
• Ensure all client configurations are set up according to the client’s requirements, tested and maintained accordingly once live.
• Delivery of external product and release communications, ensuring all regulatory and specific client requirements are met.
• Carry out UAT on new products and provide feedback to the Product team whilst also expanding your own product knowledge.
• Provide training and demos of existing and new products to clients and internal teams proactively, and on request.
• Content management of all brand websites and portals ensuring all materials e.g. marketing assets, jurisdictional certificates, technical documentation etc, are up to date and available for clients to use and/or commercialise.
• Provide operational insight and prepare reports when required for internal and external consumption.
• Work with the Product and BI teams to develop new reports across the business’ enterprise tools that will provide new or improved operational insight and data points.
• Maintain high standards of compliance with relevant jurisdictions and support the Compliance Manager on various requests.
• Collaborate with the Product Operations Manager to define team and personal OKRs.
• Support the business internally by facilitating technical incidents and outages and following these along to restoration.

What you'll bring

• Experience providing first and/or second line support for digital products.
• Experience working with online gambling products would be a bonus.
• An understanding of how API based products work and support the end customer experience.
• Business fluency in English
• Strong communication skills and stakeholder management
• Excellent verbal & written communication skills.
• Understanding of the impact of technology on the business.
• Experience in supporting remotely located end users, VIPs, systems
• Experience in geographically spread technology support organization
• Ability to work on a rotational shift basis, on weekends, and outside of typical business hours
• Ability to multi-task, prioritise numerous projects and deadlines across different time zones whilst managing stakeholder expectations and staying calm under pressure.
• Self-motivated with a willingness to learn and adapt to any new change or situation.
• Process driven with strong attention to detail.
• Confident challenging existing processes and presenting new ideas.
• A natural trouble shooter with an inquisitive mind.
• A proven collaborative, self-starter who thrives in a positive, ideas-driven team, culture and environment.
• Confident and outgoing personality; a team player with a ‘can-do’ attitude, happy to work in a fast-paced environment.
• Experienced using Excel to manipulate data.

What's in it for you

• Inspiring and fulfilling work at an innovative and values-driven company creating cutting-edge tech
• Attractive salary and customisable benefits package
• Flexible working hours and ways of working
• Contemporary and accessible office environments with a range of workplace perks
• Six weeks’ paid leave for every four years of service
• Relocation package for you and your family including soft-landing package services to help you settle in (applicable in Spain, if you are moving from a different city/country)
• Being part of a team with a forward-looking, international mindset and agile working practices
• A friendly, inclusive and multicultural environment (we are made up of over 35 nationalities, speaking almost 30 languages)
• Wellbeing programmes, learning and personal growth opportunities
• A range of employee events throughout the year, including team building activities, Learning Labs, Hackathons and Designathons
• Opportunities to shape the tech community within and outside of the company, through mentoring and knowledge-sharing

Our values

We understand that great ideas come from great people, and great people thrive when they’re trusted to challenge, change, improve, and perfect our products and processes. Our forte lies in the diversity of our skills – and that comes from the diversity of our people.

The Workshop is committed to being a diverse and inclusive workplace, where we all learn together, trust each other, and value collaboration. We welcome candidates of all genders, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, nationality, belief (or lack thereof), and programming language preference. As an equal opportunity employer, we offer a friendly, supportive working environment for all. It’s a place where you can try new ideas, take risks, and enjoy the support to move Fearlessly Forward.